表紙
市場調查報告書

全球客服中心外包市場:2020年∼2024年

Global Call Center Outsourcing Market 2020-2024

出版商 TechNavio (Infiniti Research Ltd.) 商品編碼 950796
出版日期 內容資訊 英文 120 Pages
訂單完成後即時交付
價格
全球客服中心外包市場:2020年∼2024年 Global Call Center Outsourcing Market 2020-2024
出版日期: 2020年07月21日內容資訊: 英文 120 Pages
簡介

全球客服中心外包市場在2020年∼2024年的預測期間內預計將以3%的年複合成長率推移,並成長到136億7000萬美元的規模。運用成本的削減和在客服中心RPA的使用增加,新興國家的崛起推動了該市場的成長。

本報告提供全球客服中心外包市場相關調查分析,提供市場規模及成長率,市場趨勢,推動市場要素,課題,市場機會驗證,再加上主要供應商等相關的系統性資訊。

目錄

摘要整理

市場形勢

市場規模

  • 市場定義
  • 市場區隔分析
  • 2019年的市場規模
  • 市場預測:從2019年∼2024年的預測

波特的五力分析

各終端用戶市場區隔

  • 市場區隔
  • 各終端用戶比較
  • IT·電信-市場規模與預測2019-2024
  • BFSI-市場規模與預測2019-2024
  • 醫療保健 -市場規模與預測2019-2024
  • 零售-市場規模與預測2019-2024
  • 其他-市場規模與預測2019-2024
  • 各終端用戶市場機會

客戶形勢

各地區形勢

  • 各地區市場區隔
  • 各地區比較
  • 北美 -市場規模與預測2019-2024
  • 歐洲-市場規模與預測2019-2024
  • 亞太地區-市場規模與預測2019-2024
  • 南美 -市場規模與預測2019-2024
  • 中東·非洲-市場規模與預測2019-2024
  • 主要國家
  • 地區的市場機會
  • 市場成長要素
  • 市場課題
  • 市場趨勢

業者情勢

  • 業者情勢
  • 市場形勢的阻礙

供應商分析

  • 交易廠商
  • 供應商的市場定位
  • Atento SA
  • Bertelsmann SE & Co. KGaA
  • Hinduja Global Solutions Ltd.
  • Sitel Group
  • StarTek Inc.
  • Sykes Enterprises Inc.
  • SYNNEX Corp.
  • Teleperformance SE
  • Transcom Holding AB
  • TTEC Holdings Inc.

附錄

目錄
Product Code: IRTNTR44456

Technavio has been monitoring the call center outsourcing market and it is poised to grow by $ 13.67 bn during 2020-2024 progressing at a CAGR of 3% during the forecast period. Our reports on call center outsourcing market provides a holistic analysis, market size and forecast, trends, growth drivers, and challenges, as well as vendor analysis covering around 25 vendors.

The report offers an up-to-date analysis regarding the current global market scenario, the latest trends and drivers, and the overall market environment. The market is driven by the focus on reducing operating costs, increasing use of RPA in call centers, and rise of emerging countries as call center destinations.

The call center outsourcing market analysis includes end-user segment and geographic landscape.

Technavio's ‘call center outsourcing market ’ is segmented as below:

By End-user:

  • IT and telecom
  • BFSI
  • Healthcare
  • Retail
  • Others

By Geographic Landscape:

  • North America
  • Europe
  • APAC
  • South America
  • MEA

This study identifies the increasing use of analytics solutions in call centers as one of the prime reasons driving the call center outsourcing market growth during the next few years. Also, increasing adoption of cloud communication in call centers and an increase in M&A and strategic alliances among vendors will lead to sizable demand in the market.

Technavio presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources by an analysis of key parameters. Our call center outsourcing market covers the following areas:

  • Call center outsourcing market sizing
  • Call center outsourcing market forecast
  • Call center outsourcing market industry analysis

Technavio's ‘robust vendor analysis is designed to help clients improve their market position, and in line with this, this report provides a detailed analysis of several leading call center outsourcing market vendors that include Atento SA, Bertelsmann SE & Co. KGaA, Hinduja Global Solutions Ltd., Sitel Group, StarTek Inc., Sykes Enterprises Inc., SYNNEX Corp., Teleperformance SE, Transcom Holding AB, and TTEC Holdings Inc. Also, the call center outsourcing market analysis report includes information on upcoming trends and challenges that will influence market growth. This is to help companies strategize and leverage on all forthcoming growth opportunities.

The study was conducted using an objective combination of primary and secondary information including inputs from key participants in the industry. The report contains a comprehensive market and vendor landscape in addition to an analysis of the key vendors.

Technavio presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources by an analysis of key parameters such as profit, pricing, competition, and promotions. It presents various market facets by identifying the key industry influencers. The data presented is comprehensive, reliable, and a result of extensive research - both primary and secondary. Technavio's market research reports provide a complete competitive landscape and an in-depth vendor selection methodology and analysis using qualitative and quantitative research to forecast an accurate market growth.

Table of Contents

Executive Summary

  • Market Overview

Market Landscape

  • Market ecosystem
  • Value chain analysis

Market Sizing

  • Market definition
  • Market segment analysis
  • Market size 2019
  • Market outlook: Forecast for 2019 - 2024

Five Forces Analysis

  • Five forces summary
  • Bargaining power of buyers
  • Bargaining power of suppliers
  • Threat of new entrants
  • Threat of substitutes
  • Threat of rivalry
  • Market condition

Market Segmentation by End-user

  • Market segments
  • Comparison by End-user
  • IT and telecom - Market size and forecast 2019-2024
  • BFSI - Market size and forecast 2019-2024
  • Healthcare - Market size and forecast 2019-2024
  • Retail - Market size and forecast 2019-2024
  • Others - Market size and forecast 2019-2024
  • Market opportunity by End-user

Customer Landscape

Geographic Landscape

  • Geographic segmentation
  • Geographic comparison
  • North America - Market size and forecast 2019-2024
  • Europe - Market size and forecast 2019-2024
  • APAC - Market size and forecast 2019-2024
  • South America - Market size and forecast 2019-2024
  • MEA - Market size and forecast 2019-2024
  • Key leading countries
  • Market opportunity by geography
  • Market drivers - Demand led growth
  • Market challenges
  • Market trends

Vendor Landscape

  • Vendor landscape
  • Landscape disruption

Vendor Analysis

  • Vendors covered
  • Market positioning of vendors
  • Atento SA
  • Bertelsmann SE & Co. KGaA
  • Hinduja Global Solutions Ltd.
  • Sitel Group
  • StarTek Inc.
  • Sykes Enterprises Inc.
  • SYNNEX Corp.
  • Teleperformance SE
  • Transcom Holding AB
  • TTEC Holdings Inc.

Appendix

  • Scope of the report
  • Currency conversion rates for US$
  • Research methodology
  • List of abbreviations

Exhibit

  • 1: Key Finding 1
  • 2: Key Finding 2
  • 3: Key Finding 3
  • 4: Key Finding 5
  • 5: Key Finding 6
  • 6: Key Finding 7
  • 7: Key Finding 8
  • 8: Parent market
  • 9: Market characteristics
  • 10: Offerings of vendors included in the market definition
  • 11: Market segments
  • 12: Global - Market size and forecast 2019 - 2024 ($ million)
  • 13: Global market: Year-over-year growth 2019 - 2024 (%)
  • 14: Five forces analysis 2019 & 2024
  • 15: Bargaining power of buyers
  • 16: Bargaining power of suppliers
  • 17: Threat of new entrants
  • 18: Threat of substitutes
  • 19: Threat of rivalry
  • 20: Market condition - Five forces 2019
  • 21: End user - Market share 2019-2024 (%)
  • 22: Comparison by End user
  • 23: IT and telecom - Market size and forecast 2019-2024 ($ million)
  • 24: IT and telecom - Year-over-year growth 2019-2024 (%)
  • 25: BFSI - Market size and forecast 2019-2024 ($ million)
  • 26: BFSI - Year-over-year growth 2019-2024 (%)
  • 27: Healthcare - Market size and forecast 2019-2024 ($ million)
  • 28: Healthcare - Year-over-year growth 2019-2024 (%)
  • 29: Retail - Market size and forecast 2019-2024 ($ million)
  • 30: Retail - Year-over-year growth 2019-2024 (%)
  • 31: Others - Market size and forecast 2019-2024 ($ million)
  • 32: Others - Year-over-year growth 2019-2024 (%)
  • 33: Market opportunity by End user
  • 34: Customer landscape
  • 35: Market share by geography 2019-2024 (%)
  • 36: Geographic comparison
  • 37: North America - Market size and forecast 2019-2024 ($ million)
  • 38: North America - Year-over-year growth 2019-2024 (%)
  • 39: Europe - Market size and forecast 2019-2024 ($ million)
  • 40: Europe - Year-over-year growth 2019-2024 (%)
  • 41: APAC - Market size and forecast 2019-2024 ($ million)
  • 42: APAC - Year-over-year growth 2019-2024 (%)
  • 43: South America - Market size and forecast 2019-2024 ($ million)
  • 44: South America - Year-over-year growth 2019-2024 (%)
  • 45: MEA - Market size and forecast 2019-2024 ($ million)
  • 46: MEA - Year-over-year growth 2019-2024 (%)
  • 47: Key leading countries
  • 48: Market opportunity by geography ($ million)
  • 49: Impact of drivers and challenges
  • 50: Vendor landscape
  • 51: Landscape disruption
  • 52: Industry risks
  • 53: Vendors covered
  • 54: Market positioning of vendors
  • 55: Atento SA - Overview
  • 56: Atento SA - Business segments
  • 57: Atento SA - Key offerings
  • 58: Atento SA - Key customers
  • 59: Atento SA - Segment focus
  • 60: Bertelsmann SE & Co. KGaA - Overview
  • 61: Bertelsmann SE & Co. KGaA - Business segments
  • 62: Bertelsmann SE & Co. KGaA - Key offerings
  • 63: Bertelsmann SE & Co. KGaA - Key customers
  • 64: Bertelsmann SE & Co. KGaA - Segment focus
  • 65: Hinduja Global Solutions Ltd. - Overview
  • 66: Hinduja Global Solutions Ltd. - Business segments
  • 67: Hinduja Global Solutions Ltd. - Key offerings
  • 68: Hinduja Global Solutions Ltd. - Key customers
  • 69: Hinduja Global Solutions Ltd. - Segment focus
  • 70: Sitel Group - Overview
  • 71: Sitel Group - Product and service
  • 72: Sitel Group - Key offerings
  • 73: Sitel Group - Key customers
  • 74: Sitel Group - Segment focus
  • 75: StarTek Inc. - Overview
  • 76: StarTek Inc. - Business segments
  • 77: StarTek Inc. - Key offerings
  • 78: StarTek Inc. - Key customers
  • 79: StarTek Inc. - Segment focus
  • 80: Sykes Enterprises Inc. - Overview
  • 81: Sykes Enterprises Inc. - Business segments
  • 82: Sykes Enterprises Inc. - Key offerings
  • 83: Sykes Enterprises Inc. - Key customers
  • 84: Sykes Enterprises Inc. - Segment focus
  • 85: SYNNEX Corp. - Overview
  • 86: SYNNEX Corp. - Business segments
  • 87: SYNNEX Corp. - Key offerings
  • 88: SYNNEX Corp. - Key customers
  • 89: SYNNEX Corp. - Segment focus
  • 90: Teleperformance SE - Overview
  • 91: Teleperformance SE - Business segments
  • 92: Teleperformance SE - Key offerings
  • 93: Teleperformance SE - Key customers
  • 94: Teleperformance SE - Segment focus
  • 95: Transcom Holding AB - Overview
  • 96: Transcom Holding AB - Business segments
  • 97: Transcom Holding AB - Key offerings
  • 98: Transcom Holding AB - Key customers
  • 99: Transcom Holding AB - Segment focus
  • 100: TTEC Holdings Inc. - Overview
  • 101: TTEC Holdings Inc. - Business segments
  • 102: TTEC Holdings Inc. - Key offerings
  • 103: TTEC Holdings Inc. - Key customers
  • 104: TTEC Holdings Inc. - Segment focus
  • 105: Currency conversion rates for US$
  • 106: Research Methodology
  • 107: Validation techniques employed for market sizing
  • 108: Information sources
  • 109: List of abbreviations